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Our service outage on Friday.

handy giff-staffer

As you will be aware we had a full service outage on Friday.  This was due to a major water leak at one of our third party suppliers which knocked out both our primary and backup systems. The outage began at 10.10am and lasted until just after 6pm, when calls, texts and data were working again.


During the outage we worked with our supplier to fix the problem as quickly as possible and made it our priority ensure that all our members were kept up to date with the latest developments.  We are extremely upset to have this happen to our members and are committed to doing our utmost to prevent issues like this from happening again.


I’m pleased to report that things ran smoothly over the weekend and we used the time to fully repair everything and tidy up individual problems caused by the outage. For the more technically minded, Nigel, our CTO , has started a thread in the community which will go into the detail of the outage and what we have done, and will be doing to prevent it’s recurrence.


This year, as we grow as a company, we are committed to making substantial investments in our infrastructure. Due to Friday’s outage we will be reviewing these plans with the intent of bringing forward investment in capacity and resiliency. I’d also like to assure you of our commitment to making the giffgaff experience as good as possible.


It has been amazing to see the messages of support and the suggestions that we should make a charitable donation as a way of making up for Friday’s outage.  We therefore intend to make a £10,000 donation to a charity of your choice.  The charities are ones you nominated for Payback in December  -  to vote just use the polling buttons on the main blog page before the end of the week.  


@ pjr thanks


Like sejintenej's idea - split the charity donation pro rota.


Compensation - what for a few hours without a phone?  No service is guaranteed 100% of the time. 


Having no phone on Friday was annoying, but glad to hear that GiffGaff is learning from its mistakes.


Accidents do happen and it was nice to be kept in the loop throughout the whole process.


The £10K to charity is a positive gesture and makes me believe that this really is the network to be with - a great community working together to keep costs down.


Hope all that water from the pipe leak got re-used though, by the sounds of things were gonna need every drop to get through the predicted summer drought!

Whatever way you see it, no other network would have (a) owned up, (b) broadcast the facts, (c) explained the positive improvements that will come from it or (d) offered anybody anything. The very fact I know there are "top men working on it" is better service than I have ever had before. Great peace of mind.
mad scientist




look on the right side of the page at the bottom, where it says 'Friday Poll' ;o)


I didn't actually have a goodybag on Friday 16th, and the outage did not affect me, yet I still think that giving £10,000 to charity rather than compensating those who paid for services on that day and did not receive them is not a good idea.


Having said this, according to Oftel rules, are GiffGaff even allowed to withhold compensation from those people who lost money due to Friday's outage?


Due to GiffGaff's great prices, the money lost is an almost insignificant amount, but I am sure that there were people who needed to be able to communicate on Friday who were unable to.


Surely a better way of sorting this would be to extends everyone's goodybag by one day?


zackyoung wrote:


If I was with O2, or another leading provider I would be provided with some form of compensation. 



This is actually untrue.


O2 and Vodafone and British Telecom  had significant outages due to equipment issues in the last year or so, with the BT one affecting landline and broadband across a wide range of exchanges, and plenty of people on those networks received no explanation at all for no service, let alone this imagined offer of compensation.

Why not put extra minutes on everyone's goody bags next month most people don't use all there minutes each month anyway because they get so much for there money!! win win situation
mad scientist

>@ pjr thanks<


No worries ;o)

i think we should recive some extra mins because of the ones we lost. this has happened a few times n i will be changing to a diffrent network